July 2010

There are a number of ways in which SLAs can be structured. The important factors to consider when choosing the SLA structure are: Will the SLA structure allow flexibility in the levels of service to be delivered for various customers? Will the SLA structure require much duplication of effort? Who Read more…

Figure 5.B – SLAs, OLAs and UCs Negotiating and agreeing upon the SLAs and OLAs is the responsibility of Service Level Management. Supplier Management is responsible for negotiation and agreeing upon UCs with external suppliers. These two processes must communicate to ensure that the UCs do align with and support Read more…